Client Relationship Specialist

Responsibilities

• Support advisors within an assigned territory as part of a team-based servicing model
• Respond to advisor inquiries across channels (phone, email, chat) with timely and accurate resolution
• Build familiarity and relationships with advisors in the territory, ensuring continuity of service even in a shared coverage model
• Collaborate with team members to balance workload and maintain consistent service coverage
• Guide advisors on systems, custodial requirements, workflows, and platform capabilities
• Support advisor adoption and effective use of Orion platforms, systems, and tools through ongoing education and guidance
• Use AI-generated advisor insights, engagement trends, service history, and knowledge resources to identify opportunities for proactive outreach, education, and service improvement
• Leverage approved AI-enabled tools and automation to improve servicing efficiency, reduce administrative effort, support advisor education, and create a more personalized advisor experience while maintaining human judgment and accountability
• Use AI-assisted tools to accelerate inquiry research, summarize advisor interactions, draft service communications, categorize cases, identify next steps, and improve follow-up quality
• Apply proactive insight and service data to anticipate advisor needs, identify service risks, and help improve advisor satisfaction
• Provide guidance to advisors on best practices, policies, procedures, workflows, and servicing efficiencies to improve the overall advisor experience
• Deliver training and ongoing education to drive adoption and reduce service friction
• Manage advisor requests from intake through completion by analyzing issues, identifying solutions, coordinating with internal teams, and ensuring timely resolution regardless of point of entry
• Provide financial trade assistance, including point-of-call trade processing support and online trade execution
• Analyze requests, identify solutions, and coordinate across internal teams as needed
• Proactively identify and resolve documentation issues, including NIGO items, and help prevent recurrence through improved guidance, workflow awareness, and AI-supported service insights
• Process daily servicing work including account management and call support
• Maintain an ‘above and beyond’ service approach that promotes advisor confidence, trust, and long-term relationship satisfaction
• Meet or exceed established service metrics related to quality, timeliness, productivity, first-contact resolution, and advisor satisfaction
• Provide clear communication and status updates to advisors and internal stakeholders
• Contribute feedback and ideas to improve processes, AI-enabled workflows, knowledge resources, and the overall advisor experience
• Build effective cross-functional working relationships with stakeholders across Service, Sales, Operations, Compliance, Technology, Product, and other internal teams to support seamless advisor experiences
• Support team initiatives, projects, as needed
• Share successful AI use cases, workflow improvement ideas, and lessons learned with peers and leaders to support responsible